Question 1

What is a heat pump hot water system?

Accepted Answer

It's a hot water tank with a small compressor and fan on it. Instead of burning gas or running an electric element, it pulls warmth out of the surrounding air and moves it into the water. Same idea as a fridge running in reverse. Because it moves heat rather than making it, one unit of electricity delivers three to five units of heat.

Question 2

What does COP mean and why should I care?

Accepted Answer

Coefficient of Performance — how many units of heat you get per unit of electricity. A COP of 4 means 4 kW of heat for 1 kW of power. It's the single biggest driver of your running cost. Always compare COP measured at a realistic ambient temperature (7°C) rather than the flattering 20°C lab figure some brochures use.

Question 3

Will it work through a Victorian winter?

Accepted Answer

Yes. Units sold here are rated to keep operating down to around -7°C to -10°C ambient. Efficiency dips on the coldest mornings, and most units briefly use a small boost element to cover it. Melbourne, Geelong, Ballarat and Bendigo are all well within normal operating range.

Question 4

How loud are they?

Accepted Answer

Typically 37–52 dB — somewhere between a fridge and a quiet conversation, measured at one metre. It only runs a few hours a day. Placement matters more than the spec: keep the unit off hard corners and away from bedroom windows and boundary fences.

Question 5

All-in-one or split system?

Accepted Answer

All-in-one (integrated) puts the compressor on top of the tank — cheaper, faster to install, and it drops onto the existing slab in most swaps. A split system separates the compressor from the tank, which suits indoor tanks, narrow side passages or noise-sensitive spots, but costs more to install.

Question 6

What refrigerant should I look for?

Accepted Answer

R290 (propane) is the most efficient with a tiny climate impact, but has stricter clearance rules near windows and doors. R32 is widely used and well supported. CO₂ suits genuinely cold locations and delivers very hot water at a higher upfront cost. We'll recommend based on where the unit is going, not just the spec sheet.

Question 7

Do I still get hot water in a blackout?

Accepted Answer

Not while the power's out — the compressor needs electricity. But the tank is insulated, so stored hot water stays hot for many hours. A day-long outage usually isn't noticeable unless the tank was already near empty.

Question 8

Is legionella a risk at lower temperatures?

Accepted Answer

No, when installed correctly. Compliant systems store water at 60°C or above and use periodic sanitisation cycles, then a tempering valve delivers it to your taps at a safe 50°C.

Question 9

What size tank do I need?

Accepted Answer

Allow roughly 50–60 L per person. One to two people suits 160–220 L; three to four suits 250–280 L; four to five suits 280–320 L; five or more usually needs 320 L or a twin setup. Round up a size if you've got a bath, a spa, or everyone showers within the same hour.

Question 10

Is a bigger tank always safer?

Accepted Answer

No. An oversized tank costs more upfront and you pay to keep water hot that nobody uses. Match it to peak demand — the busiest hour of your day — not your total daily usage.

Question 11

Which brand is best?

Accepted Answer

There isn't a single answer, which is why we carry multiple brands. The right pick depends on your climate zone, where the unit will sit, noise sensitivity, tank size and how the rebates land on that specific model. Two units at the same RRP can differ by hundreds once rebates are applied.

Question 12

Can I run it off my solar panels?

Accepted Answer

That's where the real savings sit. Set the timer to heat in the middle of the day and you're using power you'd otherwise export for a few cents. Most units have a timer or a dedicated solar-soak mode. It can bring annual hot water cost under $120.

Question 13

What warranty should I expect?

Accepted Answer

Typically 5–10 years on the tank and around 5–7 on the compressor, sometimes listed separately. Always check both numbers — a headline '10 year warranty' occasionally covers the cylinder only.

Question 14

How long will the system last?

Accepted Answer

Plan on 12–15 years for the tank and around 10 for the compressor with annual anode and filter checks. That's comparable to gas storage and well ahead of cheap electric resistance tanks.

Question 15

Which rebates can I claim in Victoria?

Accepted Answer

Three, and they stack: the Solar Victoria hot water rebate ($1,000 standard, or $1,400 for approved locally-made models), federal STCs (roughly $650–$750) and Victorian VEECs (roughly $550–$700). Replacing a gas or electric storage unit typically totals around $2,350 off, or up to $2,750 for a locally-made model.

Question 16

Do I pay upfront and claim the money back?

Accepted Answer

No. All three come off your invoice before you pay. You never front the rebate and wait for a refund.

Question 17

What if I don't qualify for the state rebate?

Accepted Answer

You still get STCs and VEECs — usually around $1,350 off. Income thresholds and property value caps only affect the Solar Victoria component.

Question 18

Why are your prices different depending on what I'm replacing?

Accepted Answer

Because the rebate value is different. Swapping out a working gas or electric storage unit generates far more certificates than a like-for-like replacement or a new build. Our product pages let you pick your existing system and the price updates live.

Question 19

Are prices on the site the final installed price?

Accepted Answer

They're the fully installed, rebate-inclusive price for a standard Victorian changeover. Extras like relocating the unit, a new concrete pad, switchboard work or long pipe runs are quoted separately and disclosed before you commit.

Question 20

Do you charge for a quote?

Accepted Answer

No. Quotes and eligibility checks are free and there's no obligation.

Question 21

Can I buy the unit only, without installation?

Accepted Answer

Supply-only is possible for some models, but you lose the rebates — nearly all of them require an accredited install and correct decommissioning of the old system. In practice supply-only ends up costing more.

Question 22

Do you offer payment plans?

Accepted Answer

Solar Victoria offers an interest-free loan of the same value as the rebate for eligible households. Ask us and we'll walk you through whether it applies to your application.

Question 23

How long does an install take?

Accepted Answer

A straight swap on an existing slab is usually half a day. Add time if the unit has to move location, the switchboard needs work, or a new base has to be poured.

Question 24

How soon can you install?

Accepted Answer

Usually within one to three weeks of your eligibility being confirmed. Emergency changeovers where you've got no hot water are prioritised.

Question 25

Do I need to be home?

Accepted Answer

Someone over 18 needs to be there to give access, sign the compliance paperwork and be shown how the controls and timer work.

Question 26

What happens to my old unit?

Accepted Answer

The installer disconnects it, caps the gas line if needed, removes it from site and disposes of it properly. Don't scrap it yourself beforehand — correct decommissioning is required for the VEEC claim.

Question 27

Where can the unit go?

Accepted Answer

Outdoors on a level, solid base with clear airflow — usually 300–500 mm at the intake and discharge, more for R290 units near windows and doors. It also needs a condensate drain point and reasonable pipe runs back to the house.

Question 28

Will my switchboard need an upgrade?

Accepted Answer

Sometimes. Many heat pumps want a dedicated circuit, and older boards occasionally need an RCD or a spare pole. If that's likely at your place we'll flag it in the quote rather than surprise you on the day.

Question 29

Can I keep it on my off-peak tariff?

Accepted Answer

You can, but it's usually not the best move. Heat pumps use so little power that a daytime run window paired with solar, or a flexible tariff, generally beats controlled load. We'll suggest a timer setting that suits your tariff.

Question 30

Are your installers licensed?

Accepted Answer

Yes — licensed plumbing and electrical trades, accredited under the relevant rebate schemes, and a compliance certificate is issued for every job.

Question 31

What maintenance does it need?

Accepted Answer

Very little. Keep the air intake clear of leaves and cobwebs, rinse the filter occasionally, and have the sacrificial anode checked every few years — that's what protects the tank and keeps the warranty valid.

Question 32

Something's gone wrong — who do I call?

Accepted Answer

Call us first. We'll diagnose it, and if it's a warranty item we lodge the claim with the manufacturer and coordinate the service visit rather than sending you off to chase them yourself.

Question 33

Does the warranty cover the installation too?

Accepted Answer

The manufacturer covers the product. Workmanship on the install is covered separately by the installing trade for the period stated on your compliance paperwork.

Question 34

What voids a warranty?

Accepted Answer

Common ones: skipping the anode inspection schedule, unlicensed modifications, installing outside the manufacturer's clearance rules, and water quality outside the specified range in some rural areas. All avoidable with a compliant install.

Question 35

Can I get a service if I bought elsewhere?

Accepted Answer

Get in touch and we'll tell you honestly whether we can help. Some brands restrict warranty work to their own network.

Question 36

Who is Sunline Heat Pumps?

Accepted Answer

A Victorian-focused heat pump hot water retailer. We carry multiple brands rather than pushing one manufacturer, handle the rebate paperwork end to end, and arrange accredited installation.

Question 37

Are you independent?

Accepted Answer

We're a retailer, not a comparison site — we sell the systems we recommend, and we think you should know that up front. What we do promise is that we carry a range of brands, so the recommendation is driven by your home and your rebate outcome rather than by having only one product to sell.

Question 38

Which areas do you service?

Accepted Answer

Victoria — metropolitan Melbourne plus major regional centres including Geelong, Ballarat, Bendigo, Shepparton, Traralgon and the surrounding areas. Outside those, get in touch and we'll let you know honestly.

Question 39

Do you sell anything other than hot water heat pumps?

Accepted Answer

Hot water heat pumps are our focus. That's deliberate — it's a specialised product where sizing, placement and rebate paperwork all matter, and doing one thing properly beats doing five things adequately.

Question 40

Will I get chased by sales calls?

Accepted Answer

No. You'll get your quote, one follow-up to see if you have questions, and that's it unless you ask us to keep going.

Question 41

How do I compare models on your site?

Accepted Answer

Every product page shows full specs, and the compare tray lets you line up multiple models side by side on running cost, COP, noise, warranty and rebate-inclusive price.

Question 42

What if I change my mind after ordering?

Accepted Answer

Contact us before the install date and we'll cancel or reschedule. Rebate applications already lodged can generally be withdrawn without penalty as long as no work has started.

42 straight answers about heat pump hot water

Heat pump basics

Choosing & sizing

Rebates & pricing

Installation

Warranty & aftercare

About Sunline

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